Customer-centric Transformation in Government
Walsh, Patricia; McKinsey & Company
Public-sector organizations must adopt user-centered design, data science, digital-building techniques, and agility for effective customer-centric transformations. While these practices have reshaped various industries, their success in government varies. Challenges include silo dismantling, buy-in, funding, and talent acquisition. Responsive government agencies prioritize customer needs, leverage data, respond swiftly, and define clear outcomes, resulting in significant productivity improvements. Inclusive design thinking and data utilization enhance services. To capture benefits, leaders set precise objectives, measure progress, and embed change management practices. These critical practices enable public-sector organizations to overcome challenges and enhance digital productivity.